Business Customer Care Representative II

Welcome to a better way, an authentic way. Welcome to Nature’s Way. Inside our minds, inside our hearts, inside our business, inside our bottles.

Our reason for being, the purpose that inspires our work every day, is quite simple: Help people live healthy lives. When we help people live healthy lives, we build a happier, healthier world for everyone. How we go about our work drives TRUST in who we are, what we do, and the products we produce. That means something important to the world, and it means the world to us.

People TRUST

• Our products to be the gold standard
• Our words to be true
• Our claims to be honest,
• Our actions to have integrity.

Together we work with an awareness of how even small actions affect others, an attitude of kindness and concern for each other, and a drive for action that helps people live healthy lives.

It’s the best way. The right way. The only way. Nature’s Way.

Be a part of helping people live healthy lives as our new Business Customer Care Representative II.

SUMMARY

The Business Customer Care Representative II is responsible for providing front-line support to our customers and managing the relationships through many various channels. All customer, sales and consumer inquiries will be handled in a professional manner consistent with the Nature’s Way Mission. The BCCR II will also serve as the Subject Matter Expert for key applications. They will provide ongoing education and training for assigned applications and topics. The BCCR II will be involved in process improvement related tasks including writing and presenting of new and revised processes as needed. This role will support the Business Customer Care Team and the Integrative Customer Care Team with various administrative tasks such as management of calendars and schedules.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide support to the Business and Integrative teams. This could include managing team calendars, schedules and requests, reporting, event planning and other miscellaneous tasks.
• Serve as the Subject Matter Expert for the Customer Relationship Management Tool (SAP Cloud 4 Customer) for the Business and Integrative Teams. Additional systems may be assigned as needs arise.
• Provide new and refresher training as needed. This will include documentation of the process in proper process flow for new and/or revised processes.
• Responsible for portions of onboarding, scheduling, and training of new hires as well as maintaining/creating any necessary training tools.
• Provide ongoing education for existing applications and tools as needed. Such as sharing tips and tricks, updates, new features, short cuts, efficiencies, etc.
• Attend monthly All Sales Calls and Sales Strategy Calls in order to capture and share the relevant portions.
• Handle internal and external customer contacts through all company supported channels including telephone, chat SMS (text), and email with professional facility for all Health Food Store business units.
• Provide fast, courteous and accurate transactional support to all assigned customer groups, including but not limited to order entry, account maintenance, delivery tracking, and returns processing.
• Maintain pricing, discounting, and promotion knowledge across all Nature’s Way channels to service all customers accurately and efficiently.
• Appropriately handle and message company policies such as the NW Standard Terms and Conditions, Authorized Reseller policy and MAP.
• Review orders for compliance with key factors such as pricing, item numbers and special requests. Identify price discrepancies and work with the customer and Sales Rep to resolve.
• Review new Account Activation requests to determine eligibility. Facilitate account setup for qualified customers.
• Develop and maintain strong customer relationships. Ensure follow through and follow up.
• Develop and maintain strong Sales Rep relationships providing guidance and system support including carstock entry and knowledge of current promotions.
• Relay vitamin and supplement product information to customers while adhering to required legal and regulatory instructions and limitations as defined in training.
• Demonstrate an advanced understanding of tools and technology used to perform daily tasks, including SAP order processing, SAP Cloud 4 Customer (CRM) technology and Contact Center software.
• Support Specialty Retail customers by providing new product details, available promotions and basic account guidance.
• Maintain product and application knowledge across all Nature’s Way channels to facilitate company sales goals through all means provided by the company as well as self-sustained education and study.
• Anticipate and identify problems and proactively work to solve them.
• Accountable for meeting key factors in areas such as service and phone etiquette.
• Ensure world class customer service through ongoing high quality, professional contact via phone, fax, e-mail, or direct mail as needed.
• Maintain team environment through flexibility and positive attitude.
• Support Consumer Customer Care and Integrative Customer Care teams with overflow interactions as needed.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Working knowledge and use of Microsoft Word, Outlook and Excel
• Excellent organization and communication skills.
• Ability to balance multiple priorities and meet deadlines in a fast-paced environment.
• Ability to prioritize; problem solve; and think critically in a dynamic environment

EDUCATION and/or EXPERIENCE

• High school diploma or general education degree (GED). Associates degree or Bachelor’s Degree preferred.
• A minimum of three years’ customer care, clerical office work and/or sales experience is required.
• SAP or other ERP software experience preferred.

All benefits are effective on day 1 of employment.

Medical Option to select either a PPO plan or one of 2 high – deductible medical plans that includes a company contribution to your personal health savings bank account.

Dental Delta Dental PPO & an option to select an enhanced dental plan.

Vision Routine preventative coverage under medical plan and an option to elect additional voluntary coverage

Time Off All employees receive 11 holidays off per year, as well as paid time off that starts at a minimum of two weeks per year.

401K Plan Company match of up to 4% as long as employees contribute a minimum of 6% to the account. An additional profit-sharing contribution is also made to employee accounts if the company meets its annual targets.

You’ll also enjoy a variety of other benefits that support your long-term health and wellness:

• Company provided short-term & long-term disability
• Life and AD&D insurance
• Flexible spending accounts
• Voluntary critical illness & accident coverage
• New parent phase-in program & paternity leave
• Educational assistance reimbursement
• Product discounts & a wellness program

Start Helping People live Healthy lives today!